iSupport
iSupport (Groupware Incorporated) is a privately held, US-based software company founded in 1992 that sells IT help desk and IT service management software. It serves mid-market and enterprise customers in government, education, healthcare, and finance via on-premise or hosted deployment, with an OpenAI-powered AI module added in 2025.
- Company typePrivate
- Founded1992
- HeadquartersVancouver, United States
- Headcount11–50
- GTM typeB2B
- OfferingSoftware
What iSupport does
iSupport (legal entity: Groupware Incorporated dba iSupport Software) is a privately held, US-based software company founded in 1992 by Daren Nelson and headquartered in Vancouver, Washington. The company develops and sells IT service management (ITSM) and help desk software, marketed as one of the oldest continually operating providers in the category, and offers two product editions — Incident Management (entry-level help desk) and Service Desk (full ITIL-aligned ITSM with Problem, Change, CMDB, and Service Catalog). The platform is built on .NET Framework 4 with Microsoft SQL Server as the data tier, supports both owned-license (on-premise/perpetual) and hosted SaaS deployment, and ships an average of two major releases per year (most recently v18.2 in 2025, v18.1 in 2024, v18.0 in 2023).
The product suite is modular and includes Rules (workflow automation), Asset Management with unlimited device monitoring at flat pricing, Knowledge Management, ITIL processes, Collaboration tools (with Twitter, Facebook, and LinkedIn integration), HTML5-based Mobile, drag-and-drop Reporting with scheduled email delivery, a CMDB with graphical relationship viewer, and the mySupport end-user self-service portal (included free with every license). The 2025 release added AiSupport, an OpenAI/ChatGPT integration that generates one-sentence customer and incident summaries and offers a customizable AI Editor for grammar, elaboration, and shortening. Integrations span the Microsoft ecosystem (Active Directory, LDAP, SQL Server, Teams, Planner, Outlook Calendar, Lync, BIDS, Dynamics CRM), Google (Calendar, video meetings), AWS (hosting), Citrix GoToAssist and Bomgar (remote support), Intuit QuickBooks, and RightAnswers.
iSupport makes money through four streams: perpetual/owned licenses (one-time), hosted cloud subscriptions (recurring), annual maintenance and support contracts (recurring), and deployment consulting services. Pricing is concurrent-user based rather than per-end-user or per-asset, with initial licensing starting under $1,000. The company sells direct via inside sales (888-494-7638) and field sales, with web-based demo and evaluation requests as the primary entry point; there is no disclosed channel or reseller network. Target verticals are Government, Education, Finance, and Healthcare, with named customers including the US Army, CDC, State of Missouri, City of Philadelphia, US Bank, Simmons Bank, Bank of the James, Ohio State University, Oklahoma State University, Indiana Wesleyan University, Cypress-Fairbanks ISD, Panasonic, SAIC, and Check Free. Operating geographies are primarily North America (US with some Canadian references) with a stated global user footprint of hundreds of thousands.
iSupport firmographics
Firmographics- Name
- iSupport
- Legal name
- Groupware Incorporated dba iSupport Software
- Website
- https://isupport.com
- Company type
- Private
- Founded year
- 1992
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- iSupport (Groupware Incorporated) is a privately held, US-based software company founded in 1992 that sells IT help desk and IT service management software. It serves mid-market and enterprise customers in government, education, healthcare, and finance via on-premise or hosted deployment, with an OpenAI-powered AI module added in 2025.
- Ownership category
- akta.pro rank
iSupport industry classification
Industry- Product category
- IT Service Management (ITSM) Software
- NAICS
- Computer Systems Design and Related Services (54151), Computer Systems Design and Related Services (5415), Information (51), Custom Computer Programming Services (541511)
- SIC
- Services-Prepackaged Software (7372), Services-Computer Programming, Data Processing, Etc. (7370)
- akta.pro primary industry
- IT Incident, Problem & Change Management Platforms (HDAEALAI)
- akta.pro secondary industries
- IT Knowledge Management & Service Desk Platforms (HDAEALAH), IT Asset Management (ITAM) Platforms (HDAEALAD), ITIL/ITSM Process Consulting & Implementation (BPAEAJAB)
Keywords
Where iSupport is headquartered
LocationHeadquarters
- HQ city
- Vancouver
- HQ country
- United States
- HQ region
- North America
Offices1 record
Markets served
iSupport business model
Business model- GTM type
- B2B
- Offering type
- Software
- Cost components
- Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure
Revenue model
- Software License (Owned/On-Premise): Perpetual or annual license for on-premise deployment. Concurrent user licensing model. Starting price under $1,000 for initial licensing.
- Hosted/Cloud Subscription: Hosted deployment option with software as a service delivery model.
- Maintenance and Support Contracts: Annual maintenance contracts providing access to updates, upgrades, and technical support. Existing customers receive version upgrades.
- Technical Services and Deployment Consulting: Deployment consulting program with remote systems engineers providing installation, configuration, and general deployment assistance.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| One time/ perpetual license | Annual | Incident Management Edition - Basic help desk functionality |
| One time/ perpetual license | Annual | Service Desk Edition - Full ITSM with problem/change management |
| Subscription | Annual | Concurrent User Licensing |
Go-to-market motion2 records
Distribution channels3 records
Marketing channels5 records
iSupport product offering
Product offeringCore offering
iSupport provides a unified IT service management (ITSM) platform that automates incident, problem, change, knowledge, asset, and customer support processes for enterprise IT, finance, education, government, and healthcare organizations. The software is available in two editions — Incident Management and Service Desk — and can be deployed as an on-premise owned license or as a hosted SaaS subscription. Bundled capabilities include a configurable rules/workflow engine, unlimited mySupport end-user self-service portals, asset tracking, CMDB, knowledge management, reporting, mobile access, and (as of v18.2) AiSupport, an OpenAI/ChatGPT-powered layer for customer and incident summaries.
Product overview
iSupport offers a unified IT service management platform available in two editions: Incident Management and Service Desk. Both editions can be deployed on-premise or hosted. The core platform includes powerful workflow automation (Rules), asset management, knowledge management, and end user self-support portals (mySupport). The Service Desk Edition adds Problem Management, Change Management, CMDB, Service Catalog, and Purchasing functionality. The platform is highly customizable with configurable forms, fields, layouts, and dashboards. As of 2025, iSupport v18.2 introduced AiSupport, an AI integration powered by OpenAI that provides customer and incident summarization capabilities and an AI Editor. All editions include unlimited mySupport portals at no additional cost.
Differentiator
Problem solved
Functional benefit
Brands
- AiSupport: Artificial intelligence integration feature in iSupport 18.2 that works with AI providers like ChatGPT to help gain insight into customer needs and value.
- mySupport
Products and services
- iSupport Incident Management Help desk software that automates incident management, knowledge entry and search, asset and customer tracking, surveys, and reporting for IT support teams. Targets organizations needing basic help desk functionality.
- iSupport Service Desk Full-featured service desk software that automates incident, problem, change, knowledge, asset, customer, approval, and survey functions, including CMDB, service catalog, purchasing, and SLA tracking. Targets organizations needing full ITSM with ITIL-aligned problem and change management.
Quantifiable outcome
- 800%+ increase in support volume handled (Indiana Wesleyan University)
- +3 more outcomes
Companies that use iSupport
Customer profileNamed customers15 records
Segments5 records
Ideal customer profiles5 records
iSupport technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- Yes
- API docs
- API detail
Core technology
AI maturity
App detail
Integration21 records
AI capability3 records
Feature7 records
iSupport partnerships and signals
Strategic signalPartnerships
Seven partnerships are on record, tiered minor and core.
- GlobeSherpaminorPartnership announced June 27, 2013. GlobeSherpa partnership highlighted as a notable business development for iSupport in end user self-support space.
- MicrosoftcoreDeep integration with Microsoft ecosystem including Active Directory and LDAP for authentication, Microsoft SQL Server for database, Microsoft Office Outlook Calendar for scheduling, Microsoft Lync for status icons, Microsoft Teams for meetings and Planner tasks, and Microsoft BIDS for reporting. Also integration with Microsoft Dynamics CRM.
- GooglecoreIntegration with Google Calendar for scheduling, Google for video/audio/screen sharing meetings (on-demand meeting integration added in v17), and Google search integration for knowledge distribution.
- CitrixcoreIntegration with Citrix GoToAssist Remote Support for remote desktop connection and chatting. Rep console includes screen sharing capability with GoToAssist integration.
- BomgarcoreIntegration with Bomgar Remote Support Software for remote desktop connection and chatting capabilities.
- OpenAIcoreAiSupport (v18.2) integrates with OpenAI (or OpenAI-compatible models) enabling AI-powered customer summaries, incident analysis, and customizable AI Editor for text editing functions like grammar fixing, elaborating, and shortening.
- LDAP/Domino DirectorycoreActive Directory and LDAP integration for customer, support representative, asset, and configuration item information. Domino Directory integration available for customer information.
Scale indicators6 records
Recent moves6 records
Expansion highlights4 records
iSupport competitors and assessment
Company assessmentBroad incumbents
- ServiceNow: ServiceNow is the dominant enterprise ITSM platform offering incident, problem, change, CMDB, service catalog, and AI capabilities. Comparable to iSupport as an ITSM platform vendor competing for service desk and IT operations workloads, but operating at a vastly larger scale and on a cloud-native architecture.
- BMC Helix ITSM: BMC Helix ITSM is an enterprise-grade ITIL-aligned ITSM platform with incident, problem, change, CMDB, and AI capabilities. Comparable to iSupport in ITIL-aligned ITSM functionality but operating at a much larger enterprise scale, including cognitive/AI-driven service desk features.
- Ivanti (Cherwell + ITSM): Ivanti offers a service management and IT asset management suite (incorporating former Cherwell Service Management) targeting enterprise and mid-market IT teams. Comparable to iSupport in delivering incident, problem, change, CMDB, and asset management as a unified platform.
Direct peers
- ManageEngine ServiceDesk Plus: ManageEngine ServiceDesk Plus is a mid-market ITSM platform with incident, problem, change, CMDB, asset, and help desk capabilities sold on-premise and as SaaS. Direct comparable to iSupport in core functionality, target mid-market and enterprise customers, and tier of capability including ITIL-aligned modules.
- Freshservice (Freshworks): Freshservice is a cloud-native ITSM and IT asset management platform with incident, change, problem, CMDB, and AI capabilities targeted at mid-market and enterprise IT teams. Direct comparable to iSupport in incident management, asset tracking, service catalog, and AI-powered assistance (e.g., Freddy AI).
- Jira Service Management (Atlassian): Jira Service Management is Atlassian's ITSM solution combining service desk, incident, change, problem, CMDB, and DevOps integrations. Competes with iSupport for IT service management buyers, particularly those already standardized on Atlassian tools for development and project management.
- SysAid: SysAid is an ITSM and help desk solution providing incident, asset, change, and AI-driven service desk capabilities, primarily serving mid-market customers. Direct comparable to iSupport in tier, target customer profile, and core ITSM plus IT asset management functionality, including embedded AI.
- TOPdesk: TOPdesk is an ITSM and facility management help desk platform popular with education, government, and healthcare verticals in Europe and beyond. Direct comparable to iSupport in targeting education and public-sector service desks with integrated incident, change, and asset workflows.
- SolarWinds Service Desk: SolarWinds Service Desk (formerly Samanage) is an ITSM solution with incident, change, problem, asset, and service catalog capabilities targeted at mid-market IT organizations. Direct comparable to iSupport in tier, ITSM scope, and pricing approach.
Emerging players
- Zendesk Suite / Sunshine: Zendesk provides customer service and employee support IT help desk capabilities with AI-powered summarization and workflow automation. Overlaps with iSupport in self-service portals, ticket management, and AI-supported agent assistance, but optimized primarily for customer service rather than deep ITIL ITSM.
Market position
Strengths5 records
Weaknesses5 records
Competitive moat5 records
Key risks7 records
Key highlights7 records
Customer concentration
iSupport social profiles
Digital presenceiSupport financial estimates
Financial estimateRevenue estimate
Valuation estimate
iSupport leadership team
Management profileNumber of profiles
Profiles1 record
iSupport funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
iSupport M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about iSupport
What does iSupport do?
iSupport provides a unified IT service management (ITSM) platform that automates incident, problem, change, knowledge, asset, and customer support processes for enterprise IT, finance, education, government, and healthcare organizations. The software is available in two editions — Incident Management and Service Desk — and can be deployed as an on-premise owned license or as a hosted SaaS subscription. Bundled capabilities include a configurable rules/workflow engine, unlimited mySupport end-user self-service portals, asset tracking, CMDB, knowledge management, reporting, mobile access, and (as of v18.2) AiSupport, an OpenAI/ChatGPT-powered layer for customer and incident summaries.
Is iSupport a public or private company?
iSupport is a private company. It is classified as founder individual operated bootstrapped and is currently operating.
When was iSupport founded?
iSupport was founded in 1992. It employs 11 to 50 people.
Where is iSupport based?
iSupport is headquartered in Vancouver, United States, in the North America region.
How does iSupport make money?
Four revenue lines are on record. Software License (Owned/On-Premise) is the primary driver. The others are hosted/Cloud Subscription, maintenance and Support Contracts and technical Services and Deployment Consulting.
Who are iSupport's main competitors?
Broad incumbents on record are ServiceNow, BMC Helix ITSM and Ivanti (Cherwell + ITSM). Direct peers are ManageEngine ServiceDesk Plus, Freshservice (Freshworks), Jira Service Management (Atlassian), SysAid, TOPdesk and SolarWinds Service Desk. Zendesk Suite / Sunshine is listed as an emerging player.
Does iSupport have an API?
Yes. iSupport provides an Application Program Interface (API) that enables bi-directional connection with third-party applications. The platform supports data import and synchronization through various sources including Active Directory, LDAP, Domino Directory, Microsoft CRM, and Microsoft SQL Server databases. Webhooks are available for posting iSupport data to external web applications based on specified conditions.
What industry is iSupport in?
iSupport's product category is IT Service Management (ITSM) Software. Its primary akta.pro industry code is HDAEALAI, IT Incident, Problem & Change Management Platforms, with a secondary code of HDAEALAH, IT Knowledge Management & Service Desk Platforms. Its NAICS code is 54151 and its SIC code is 7372.